- Manage Intercom Livechat to address inbound product navigation and usage questions.
- Provision and manage user accounts and permissions, including sales territory assignments.
- Triage inbound issues and escalate technical bugs to engineering or customer success with clear repro steps.
- Investigate and resolve billing or invoicing discrepancies in partnership with finance.
- Configure and expand Intercom usage beyond live chat to include help centers, workflows, and resolution bots.
- Build a comprehensive knowledge base to facilitate customer self-service.
- Deliver training sessions for new or stuck users.
- Collaborate with product marketing to develop customer-facing content.
TroubleshootingTechnical supportCustomer support+2 more